Senior Experience Designer

at Highmark Health in Springfield, Illinois, United States

Job Description

Company :

Highmark Health

Job Description :


This job is part of the Product and Health Experience team in the Experience Research + Design Practice and will develop concepts for experiences that will positively impact customers and clinicians in physical and digital environments. Our team exists to gain a deep understanding of the human behaviors, challenges, needs, and unmet needs of those providing, supporting, and receiving care. We use that understanding to lead cross-functional, participatory co-design experiences that generate concepts, experiences, tools, delivery models, and care models, looking three to five years into the future, to transform how people experience health and healthcare.

The candidate will be comfortable with ambiguity and apply their experience in Human-Centered Design, Experience Design, and/or Service Design to create products, solutions, and experiences that will deliver measurable impact. They will also support defining and deploying design methods, processes, and tools to fuel our work across engagements with the Population and Curated Health, Customer Experience, Clinician Experience, and other workstreams.

The incumbent will support shaping ideal customer experiences by deeply understanding the customer journey across multiple touchpoints. They will support customer-centric design with the ability to craft compelling customer narratives to build empathy and evoke action amongst partners.

The Senior Experience Designer will support and collaborate with Lead Designers and Strategists as well as Design Practice leaders, Business Stakeholders, Portfolio Leads, and matrixed teams-supporting the translating goals, defining timelines, seeking feedback, and articulating insights into actions that push the delivery of experience and solution designs forward. They will deeply commit to designing the right experiences, products, and experiences for our customers and clinicians. The candidate will have experience working within end-to-end human-centered programs and projects with experience in discovery, research, interviewing, problem framing, articulating insights and opportunity areas, concept development, and prototyping.

Although the Research + Design Practice uses a human-centered design approach, the role will not focus on user experience (UX) design. Stated differently, this is not a UX role. The incumbent will design ideal customer experiences through human-centered research activities, ideation, concept development, and concept validation. Within this role, there is a greater focus on framing problems and conceptually solving them, often influencing Build/Buy/Partner decisions rather than design specs for a software developing team.

The Senior Experience Designer will support the Clinician Experience (ClinX) domain. They will work with other designers and strategists, focusing on framing and solving meaningful problems for humans that provide and support care. This might include Doctors, Physicians Assistants, Nurse Practitioners, Nurses, Health Coaches, Medical Assistants, Office Managers, Administrative Staff, Social Workers, etc. Said differently, our team is passionate about helping the helpers, however clinical experience is not required for success.



+ Work within and support the adoption of design methodology, design process, design standards, Agile delivery practices, technology, and tools that are consistently applied to all Living Health solutions.

+ Support Curated Health Model, Customer Experience,Clinician Experience, and Integrated Experienceteams as assigned for project duration.

+ Work within cross-functional teams and problem solve using visual, communication & service design, interaction design, experience design, and human centered design methods and deliverables to drive solution definition.

+ Support delivery of a Living Health Design System of standards, patterns and components that define best practices for digital interaction and enable consistent and rapid development of highly usable and engaging digital solutions for the digital Integrated Experience.

+ Provide subject matter expertise, innovative solutions, and detailed requirements to project teams on multiple, complex projects in one or more of the following areas: information architecture, user experience design, user interface design, visual design, content strategy, and/or usability and research.

+ Responsible for understanding business, customer and clinician problems and collaborating with project teams and key stakeholders to take a project from inception through detailed requirements and implementation using one or many of the following methods: brainstorming exercises; sketching; rapid prototyping; research and usability tests; persona development; heuristic analysis; task analysis; and/or user needs analysis.

+ Strong understanding of emerging trends in healthcare and other verticals and analytics that will inform development of best in class, user-centered design experiences.

+ Other duties as assigned or requested.



+ Bachelor’s Degree in Human Factors, Interaction Design, Graphic Design, Communications or related field


+ 6 years of related and progressive experience in lieu of Bachelor’s degree


+ Human Factors, Interaction Design, Graphic Design, Communications or related field



+ 5 years in User Experience Design, Service Design, Human-Centered Design


+ 3 years of Healthcare Insurance industry business and operational knowledge

+ 3 years of broad understanding of technologies used to deliver digital experiences, including but not limited to as Flash, HTML5, jQuery, JavaScript, etc.

+ 3 years with design system and standards definition



+ None


+ None


+ Leadership Skills

+ Organization and Planning Skills

Language (Other than English):


Travel Requirement:

0% – 25%


Position Type


Teaches / trains others regularly


Travel regularly from the office to various work sites or from site-to-site


Works primarily out-of-the office selling products/services (sales employees)


Physical work site required


Lifting: up to 10 pounds


Lifting: 10 to 25 pounds


Lifting: 25 to 50 pounds


Disclaimer: The job description has been designed to indicate the general nature and essential duties and responsibilities of work performed by employees within this job title. It may not contain a comprehensive inventory of all duties, responsibilities, and qualifications required of employees to do this job.

Compliance Requirement : This job adheres to the ethical and legal standards and behavioral expectations as set forth in the code of business conduct and company policies.

As a component of job responsibilities, employees may have access to covered information, cardholder data, or other confidential customer information that must be protected at all times. In connection with this, all employees must comply with both the Health Insurance Portability Accountability Act of 1996 (HIPAA) as described in the Notice of Privacy Practices and Privacy Policies and Procedures as well as all data security guidelines established within the Company’s Handbook of Privacy Policies and Practices and Information Security Policy.

Furthermore, it is every employee’s responsibility to comply with the company’s Code of Business Conduct. This includes but is not limited to adherence to applicable federal and state laws, rules, and regulations as well as company policies and training requirements.


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Job Posting: JC252978294

Posted On: Dec 25, 2023

Updated On: Mar 27, 2024

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